Senior Manager Service Excellence

Role Overview

We are seeking an experienced and forward-thinking Senior Manager to lead service excellence within people function. This pivotal role will drive the transformation of our colleague experience, ensuring alignment with our refreshed service promise. The successful candidate will champion a service-centric culture, implement service excellence strategies, and lead service quality monitoring and coaching initiatives to elevate standards across the organisation.

Key Responsibilities

Service Excellence Strategy & Execution

• Implement and embed service excellence strategies that enhance Net Promoter Score (NPS), customer satisfaction, and loyalty.
• Support Customer Service Officers and Service Coaches in consistently delivering service aligned with our refreshed promise.

Service Quality Monitoring & Coaching

• Conduct regular service audits and feedback reviews to identify gaps and improvement opportunities.
• Provide coaching, training, and guidance to frontline teams to reinforce service standards and behaviours.
• Promote a culture of continuous improvement and recognition of exceptional service.

Data Analysis & Insights

• Analyse service audit data to identify customer behaviour patterns, service trends, and systemic issues.
• Translate insights into actionable recommendations to improve service delivery and colleague experience.

Cross-Functional Collaboration

• Partner with COEs across the People function, Country People Partners, Business People Partners, and other key partners to ensure service excellence initiatives are integrated and aligned with broader organisational goals.
• Facilitate collaboration across departments to embed service excellence into daily operations.

Reporting & Governance

• Prepare and present regular reports on service performance, trends, and outcomes.
• Track progress of service improvement initiatives and their impact on customer satisfaction and loyalty.

Qualifications & Experience

• Bachelor’s degree or equivalent qualification. Master's degree preferred.
• Deep technical knowledge in HR operations and service excellence.
• Proven experience in stakeholder management across multi-country environments.
• Experience in Financial Services or regulated industries preferred.
• Mandatory experience in Workday and ServiceNow platforms.

Technical & Functional Expertise

• Workday and ServiceNow experience is essential and non-negotiable.
• Strong background in Lean or Six Sigma methodologies.
• Expertise in Voice of the Customer mechanisms and service excellence frameworks.
• Experience with process mapping tools such as ARIS, Microsoft Visio, and advanced Excel.
• Understanding of the full People lifecycle and related HR issues.

Key Skills & Capabilities

• Strong interpersonal and customer service skills.
• Ability to work with data and provide meaningful insights.
• Confident in challenging existing processes and proposing innovative solutions.
• Highly organised, detail-oriented, and capable of managing high volumes of work.
• Demonstrates initiative, credibility, and high ethical standards.
• Collaborative mindset with the ability to influence and engage stakeholders.
• Proficient in Business English.

Join us and be part of a team that values innovation, quality, and continuous improvement. If you're ready to take your career to the next level and make a significant impact, we'd love to hear from you.